Virtusa Study Reveals 86% of Enterprises Lag in AI-Driven Customer-Centricity
Event summary
- Virtusa's study found only 14% of enterprises use customer data as a strategic engine for Agentic AI deployment.
- Customer-Obsessed firms achieve 6%+ revenue growth, while Customer-Indifferent firms see stagnation or decline.
- 89% of leading firms are ready to deploy Agentic AI, compared to 32% of laggards.
- Leaders process over 50% of critical tasks on hyperscaler cloud platforms (AWS, Google, Microsoft).
- Global Data Office (GDO) is emerging as a critical command center for autonomous operations.
The big picture
Virtusa's research highlights a widening performance gap between enterprises that strategically leverage customer data for AI deployment and those stuck in legacy systems. The shift towards Agentic AI is redefining the architecture of work, with leading firms achieving significant revenue growth through data-driven empathy and autonomous operations. The study underscores the critical role of hyperscaler cloud platforms in handling massive data surges and enabling real-time decision-making.
What we're watching
- Execution Gap
- Whether companies can bridge the insight conversion problem to turn data into actionable strategies.
- Hyperscaler Dependency
- The pace at which hyperscaler cloud platforms will dominate critical enterprise functions.
- Organizational Transformation
- How quickly enterprises can reimagine processes and roles as AI agents take on core work.
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